Login after subscription problem

Support
1

Hello, I am unable to re-login after my subscription was cancelled and reinstated after a card issue - the lapse was approx 3 hours, but I can no longer open the app.

2

I’ve moved your post to the Support category of the forum, where it will be seen, and responded to, by a member of the Support team.

Can you describe in detail what you see when you say you “can no longer open the app”? It doesn’t open, or you get a blank window with the Roon logo, or there is an error message?

In order for Roon’s @support team to better assist you, please provide a brief description of your current setup and the nature of the issue using this link as a guide.

Make sure to describe your network configuration/topology, including any networking hardware currently in use, so they have a clear understanding of how your devices are connected.

3

I get a blank window with the ROON logo which just hangs.

Many thanks

4

Thanks, and…

In order for Roon’s support team to better assist you, please provide a brief description of your current setup and the nature of the issue using this link as a guide.

Make sure to describe your network configuration/topology, including any networking hardware currently in use, so they have a clear understanding of how your devices are connected.

5

Thanks Geoff,

So, The problem started when my subscription didn’t go through in time due to a card being out of date. This was paid and acknowledged via email.

When I relaunched the ROON desktop it simply hangs on the ROON logo.

SET UP:

ROON Nucleus (core)
Mac OS 10.14.6

Router is a broadband mobile router - which has excellent reception - 2 years no problems. Router is connected directly to the Nucleus.

BelCanto Amp and DAC

Dropbox for backups and minimal stored data.

I trust this helps

6

Hello Geoff, I have not heard anything back and I am still unable to access my music. What else should I be doing?

Many thanks

Andrew

7

Your issue is in the support queue, and someone will respond. The team is small, and things seem to be busy at the moment, which would account for the delay, I think.

8

Thank you Geoff, appreciate the reply

9

Hello @eco2drew ,

Thank you for your patience here! Can you please verify if performing a reinstall of the Roon app on your Mac helps resolve this behavior? You can accomplish this by following these steps:

  • Exit out of Roon
  • Navigate to your Roon Database Location (on the Mac under ~Library - not the Nucleus Database location)
  • Find the folder that says “Roon”
  • Rename the “Roon” folder to “Roon_old”
  • Reinstall the Roon App from our Downloads Page to generate a new Roon folder
  • Try to start Roon again

Let us know if this helps, thank you!

1 Like
10

Thank you Noris, yes that does appear to have worked. Many thanks for getting me restarted.

1 Like
11

Happy to hear that got you up and running @eco2drew !
Please, do let us know if there is anything else we can assist with in the future.
Happy listening! :headphones:

12

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